Job Description

Community Support Supervisor
FSLA Status: Exempt


The Community Support Supervisor oversees the delivery of welcoming, solution oriented client services to all visitors of ACCT Philly. They work hands-on with staff to help guide good decision making, enthusiastic interactions, and a proactive approach, while supervising aspects of animal intake, animal outcome, surrender prevention, and more. The Community Support Supervisor is the key component to connecting a comprehensive program and policy to thoughtful day to day implementation and adherence.

Core Responsibilities
Staff Supervision

● Responsible for day to day supervision of Community Support Representatives ensuring smooth workflow distribution, adherence to policy, and great customer service
● Ensures high quality work product from all staff such as those involving animal admissions, surrender prevention, tag/identification trace and follow up, returns to owner, surrender prevention, foster placement, adoption placement, and more.
● Train and develop staff so they may effectively deliver services and embody the ACCT Philly ethos and values
● Provide real time triage, problem solving, and conflict resolution
● Review and respond to issues that require management elevation
● Model excellent, client-centric behavior and attitude at all times

Program Development

● Facilitate the implementation of newly designed or revised program policies, ensuring ACCT is up to date on best practice and a practical approach for our staff, animals, and community
● Facilitate the implementation of strategies for programmatic growth, including development of new partnerships, marketing and promotion, and animal selection and pathway processes
● Communicate any changes or developments to staff and coordinate with Volunteer Coordinator to do same for volunteers
● Participate in relevant volunteer training and manage volunteers when participating onsite


● Create staff schedules and oversee staff payroll; receive and respond to requests for time off.
● Oversee cash handling procedures for relevant staff, ensuring compliance and providing training/accountability where needed
● Coordinate with staff to ensure relevant public areas and staff work areas are maintained as clean, orderly, and welcoming to the public
● Responsible for oversight of inventory and ordering, relevant to program needs
● Participate in special projects as needed
● Other duties as assigned by leadership
● Perform all duties of departmental staff as needed

Work Environment

ACCT Philly is open to the public 8am to 8pm on weekdays and 10am to 6pm on weekends and holidays. An employee may have as many as 300 interactions with the public in a given day, including with volunteers and rescue partners. The shelter operates at a fast pace, and employees are exposed to odors and high levels of noise while performing their job.


Passion for the mission of ACCT Philly and an ability to articulate it effectively; strong interpersonal and organizational skills; enjoys interacting with people from a variety of backgrounds and experiences - is a “people person”; possesses a personality that is upbeat and engaging; demonstrates maturity and discretion; confident giving direction; comfortable managing strong, passionate personalities; highly motivated self-starter who can work independently and on a team; able to shift between priorities and activities with ease; able to train others; demonstrated ability to communicate effectively both orally and in writing; demonstrates flexibility and is willing to adjust work schedule or flow to meet the needs of the organization; possesses or able to develop a deep knowledge of the city of Philadelphia; ability to learn applicable laws and ordinances related to pet care and ownership; bilingual a plus

Education and Work Experience

Two (2) years or more of demonstrated increasing responsibility in client facing roles (eg. retail, hospitality, etc.) required.


This is a full-time position, averaging a minimum of eight (8) hours per day, forty (40) hours per week. Work schedule including days and hours may vary according to the needs of the organization, may include weekends, nights, and holidays. This position is FSLA exempt status. This is a non-Union position.


$35,000-$40,000 annually, plus benefits package, paid time off

Introductory Assessment Period

The introductory assessment period runs from the date of hire for 90 days thereafter. For employment in any position with ACCT Philly, this introductory assessment period is the period during which the specifics of the job are learned. During this period, either the employee for ACCT Philly may end the employment relationship without notice or prejudice.


There is no minimum period of employment guaranteed or implied by acceptance of an employment offer. It is the policy of ACCT Philly that all positions are governed by the needs of the agency, which means that employment is “at will” and for no specified term. Either ACCT Philly or the employee may terminate employment at any time.

This is a full time job

Contact Information

Job Contact Details

Summer Dolder
Director, Strategic Initiatives

Closing Date: Wednesday, March 31, 2021

Posting Date:

Closing Date: